At MARC FASHION, I restructured the loyalty program and launched a Zalo Mini App loyalty flow connecting O2O touchpoints. The changes lifted member AOV by 15% and transformed the program into a profitable stream generating 1% of total revenue.
I used Haravan purchase data and AI-assisted RFM scoring to identify churn risks and target re-engagement. I also optimized Zalo campaigns, cutting monthly messaging spend by over 50% while driving peak high-tier conversion rates up to 20%.
At MARC FASHION, I led and coached the frontline CS team and built cross-channel SOPs for returns and complaints. These workflows cut resolution time by 25% while maintaining a 4.9★ marketplace rating.
